3 Best Call Center Software Features


Oct 12, 2023 | 6 mins read

What are the best call center software features?

Regardless of the type of business you’re running, one of the cornerstones of your success up to this point has always been your ability to connect with your customers.

People have important questions and they need answers. They have pressing problems and they need solutions. When these situations happen, they’re going to turn to you to address the situation – and you need to be prepared to act as fast as you can as a result.

That, in essence, is what makes call center software so important. But it’s also critical to understand that not all of these solutions are created equally. If you truly want to make sure you’re ending up with a solution that will meet your needs and exceed your expectations, there are a few key features you’ll want to look out for.

Cloud-Based Calling

By far, one of the biggest advantages that call center software brings with it has to do with cloud-based calling. This is when calling happens totally independently of a piece of hardware like a phone sitting on a desk in your office. Instead, all calls are handled over an Internet connection – meaning that any computer, smartphone, tablet or other device that you own that is connected to the Web can suddenly become your “work phone.”

Cloud Call Center Software for Small Businesses

This is particularly helpful for small businesses who may not have the resources to bring in their own in-house call center employees. Even if you’re out of the office, you can still take calls on your work line directly from your personal device. This dramatically cuts down on the amount of time that people need to wait for a resolution, all while allowing you to effectively serve your target audience from any location, at any time.

Cloud Call Center Software for Enterprises

Enterprises also benefit from cloud-based calling – especially given everything going on in the world right now with the COVID-19 pandemic. Thanks to cloud-based calling, employees can be just as productive while working from home as they can be at the office – allowing them to continue to create those exceptional experiences on behalf of customers no matter what is going on in their communities.

Interactive Voice Response

Also commonly referred to as IVR for short, Interactive Voice Response is an extremely important feature for a wide range of different types of businesses. At its core, IVR is a system that allows businesses to interact with their prospective customers (along with their existing ones) by way of either a touch tone keypad or through AI-driven voice recognition software.

The major benefit of IVR is that it saves time for all parties involved. Customers get to use an accurate, reliable system for self-service information and a business’ actual human employees get to free up as much of their time as possible to focus on those matters that truly need their attention. Custom menus and similar features can be set up to help create the most personal experience possible on behalf of prospects.

IVR is also dramatically cheaper than hiring additional in-house employees to perform many of the same functions, so the cost savings opportunities alone are more than worth it for most organizations.

Omnichannel Support

In the modern era, the importance of a true omnichannel experience for consumers simply cannot be overstated.

Consumers want to interact with the brands that they like – but they want to do it on their own terms. Some are willing to pick up the phone and give you a call. Others prefer to handle issues via social media sites like Facebook and Twitter. Others still prefer “old school” channels like email. By offering omnichannel support features, call center software tools like Ozonetel allow you to address all of these in one fell swoop.

Chatbots, Emails, Voice Calls, All in One Place

To that end, another major advantage that call center software offers has to do with how it brings together the best of chatbots, emails, voice calls and other forms of communication all into a single, easy-to-use interface that can be accessed from anywhere at any time.

In a more “traditional” software environment, all of these functions would be handled by different apps – meaning that employees would constantly have to move back and forth from one program to the next just to properly service their clients. When everything is all housed under one roof, it doesn’t just save a lot of time – it also makes the entire process far more effective as well.

Contact the Team at Ozonetel Today

In the end, it’s safe to say that call center software in general has evolved dramatically over the last decade – as features like those outlined above go a long way towards proving. Any one of these on their own would likely be enough to justify the investment for most businesses. When taken together, you’re looking at a perfect storm that you simply cannot afford to ignore. Once you also consider the presence of other features like speech analytics, the ability to interact on digital channels like social media, automatic routing and more, you’re not just talking about a solution that is important.

You’re talking about one that is invaluable.

If you’d like to find out more information about the best call center software features to look out for, or if you just have any additional questions you’d like to discuss with someone in a bit more detail, please don’t delay – contact Ozonetel today.

Ready to take control of your call transfer
experience for better CX outcomes?

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